We aim to provide the best possible service to all of our clients. We want you to be happy with our service, but we also recognise that no business can operate without some problems occurring from time to time.
If our service does not meet your expectations, then we want to know about it. We have a procedure in place for dealing with complaints and where a problem is our fault, we will say so. Where it is not, we will explain why. We want you to be satisfied, to return to us in the future and to recommend us to your friends and family.
How to complain
First of all, you should speak to the person who has conduct of your matter to see whether they can help. If not, you should make your complaint to the Practice Manager. You can put your complaint in writing, speak to the Practice Manager by telephone or ask for a meeting to discuss your complaint; it is up to you.
32-38 North Albert Street
Telephone: 01253 873481
What happens next?
You will receive acknowledgement of your complaint within 7 days. The fee earner with conduct may be asked to respond to you, or the Practice Manager may respond to you directly. Where possible, our aim is to ensure you receive a full response to your complaint within 8 weeks.
What if my complaint is about Financial Services?
We will still investigate it in accordance with our policy and procedure.What if my complaint is about an invoice I have received? We will still investigate it in accordance with our policy and procedure.
What if I want to discuss the complaint?
Although a response to your complaint will usually be sent by letter, the Practice Manager will be more than happy to arrange a meeting with you or to speak by telephone, if you prefer.
What if I am still not happy?
You can ask the Practice Manager to review his decision. You can do this either by telephone, in writing or at a meeting.
What if I want to discuss the complaint with the Senior Partner?
You can request a meeting or a telephone appointment any time, either to discuss your complaint before it is investigated or to discuss the outcome.
What if you do not get back to me within 8 weeks?
If we are unable to comply with these time limits we will always inform you and explain why.Sometimes additional information may be required from you, or the complaint may be quite complex requiring more time for it to be considered. These are common reasons for a delay. Whatever the case, we always do our best to ensure you receive a full response to your complaint.
What if I am still not satisfied?
If you are still not satisfied after your complaint has been considered, you may wish to refer it to the Legal Ombudsman at:
PO Box 6806